One Live Media

Complaint: [redacted]
I am...

rejecting this response because:
I want the product that I ordered!  If you sent it to AUSTRALIA, resend me the product to the correct address!!  Waiting for it to be sent back from AUSTRALIA is terrible customer service.  Beyond ridiculous!
Regards,
[redacted]

Hello [redacted],My name is Briana from One Live Media and I sincerely apologize for any inconvenience this may have caused you. Your order is important to us and we apologize for this shipping delay. Due to higher than normal volume as well as the holidays, orders took a bit longer than usual to ship...

out of the warehouse. Please also note, Priority shipping is based on the weight of the product and does not mean the order will ship same day as the order being placed.I've reviewed your order, Order #[redacted], and found that it was shipped. Please use the below tracking link. ([redacted]) Your package shows as delivered on Thursday, December 15, 2016. If you have any other questions, please feel free to contact us.Once again, I apologize for any inconvenience or frustration you have experienced. If there is anything more I can do to help with questions or concerns, please do not hesitate to reach out to me either through the Revdex.com or by e-mail.Thank you for your support and allowing us to make this right for you,-[redacted]

This customer has been refunded the full amount on their order per the screen shot, including the shipping cost paid initially for the order to ship to the customer. The customer did ship merchandise back to the warehouse, but the merchandise received (in screenshot) matches what was originally sent...

(in screen shot) and this all matches the invoice (in screenshot). This is why the customer is not being refunded the desired amount, but the amount paid for the items, and initial shipping cost.

Hello,We do apologize for the inconvenience that has occurred with both our delay in response time along with USB wristband you have purchased. We did escalated this issue to the Live Department. They have responded that they have sent the show directly to you instead for that show. Just in case,...

you may want to check your SPAM folder if you have not received the e-mail just in case the e-mail was filtered out. Please let us know if you continue to receive complications.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me, PROVIDED a replacement code be sent for another show in another city as stated previously.  Hopefully the next won't be talked over.
Regards,
[redacted]

Hello [redacted], My name is [redacted] with One Live Media, and I sincerely apologize for any concern this may have caused you. We spoke recently, over the phone regarding your Jeff Gordon order. I wanted to ensure that you have a positive experience shopping with the official Jeff Gordon...

Store.Per our call on 3/22/2016, we will be shipping you the Jeff Gordon 2015 Axalta Rainbow Store Exclusive Finish 1:24 Diecast  in place of the Jeff Gordon 2015 Axalata Homestead Liquid Color 1:24 Diecast. Your order number for your replacement is JG-5123129-4700019468, please allow up to 2 business days for the new order to process until it is shipped.In addition to the the replacement item, we have issued you a 10% off discount voucher for a future one time use in the Jeff Gordon Store. The voucher is valid for 1 year, ending March 22nd, 2017. Voucher: [redacted]Once again, we apologize for any inconvenience this may have caused. We truly appreciate your support and patience in allowing us to work with you to resolve this. We hope for an opportunity to better serve you in the future. Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.[redacted]

Hello [redacted],
 
I completely understand everything that has happened with your order, unfortunately, from the beginning. I am Agent [redacted] and [redacted] whom have been communicating with youover your order for the past week. First off, your order has shipped even though I had asked...

the warehouse to expedite your order immediately Monday which, to my dismay, did not occur. The following information is the tracking information pertaining to your order: 
Tracking #: [redacted]
 
Carrier: FedEx
 
[redacted] [redacted]
 
At first there was an item out of stock that was delivered shortly before you received a shipment confirmation with no tracking information. Because of the shipment glitch, the order had to be edited and manually pushed over which due to coding issues, took some time. Your order was finally pushed over 10/30 which, unfortunately, was right before the weekend and the warehouse located in Ontario, CA does not fulfill order on weekends. We do truly apologize for the inconvenience that has been caused with your order. If there is anything more we can do to address your questions or concerns, please feel free to contact us at [email protected].

Hello [redacted],
My name is [redacted] from One Live Media. I do apologize for the delay that you have received regarding calling us to have your ticketing issue answered. We have expanded our Customer Service Experience by removing the call center and redirecting all calls to our voice mail which...

is checked & recorded multiple times during office hours. I have reached out to the Ticketing/VIP department about the event.I have looked over your order information as well including the receipt. The receipt does state that the event is on "Mon. Mar 14, 2016 at 8:00pm". There is also a note in the middle of the page on the left side that states, "Tickets will be mailed 2 (two) Weeks prior to the event date.". Ticketing has informed me that your tickets should be shipped out on 02/29. I have attached a copy of the receipt to this e-mail as well.
Thank you for supporting The Who.
If there is anything more I can do to address questions or concerns, please feel free to contact me
[redacted]

Complaint: [redacted]
Revdex.com:I dont know if I should be respondin to one live media's message to me through this text but I will write my message here to send to them. I never received your "re shipment" of my items. That is why I am making such a big deal out of this. It's been so long and I have sent so many emails and called so many times that I don't know where the actual confirmation numbers are but I made a complaint about not receiving my items so you said you would cancel the shipment and send a new one? I'm assuming that's the new tracking number. I never received the new items. I feel you may have confused the shipment with the socks as that was the shipped item that yes, I had received. I still have not received my missing items from the bundle -poster, stickers ( I received defective ones and you guys said you were shipping new ones) also the cd. You claim to have called and emailed me yet you called ONE time and left a voicemail which I shortly after returned and was never contacted again. I also had sent 10-30 emails to you at a time because you would not respond to me. I have never received such terrible service from someone and trust me, you have a terrible reputation in the Bassnectar community. All I ask is for my items to be shipped to me and I will never order from you again   Regards, [redacted]
Regards,
[redacted]

Hello [redacted], My name is [redacted] from One Live Media. I greatly apologize for any concern or inconvenience this situation may have caused you. I want to ensure that you have a positive experience shopping with the official Jeff Gordon Store. We are attempting to deal with some communication errors...

on our end. However, this does not forgive the poor customer service experience that you have endured. Your order experienced a technical glitch that disabled it from moving over to the warehouses’ order system. We have since been able to resolve this glitch and ship your order. We included the tracking information below. Please be aware that your order has been shipped in two different packages with two separate tracking numbers. The Jeff Gordon Exclusive 7 Car Hoodie and the Jeff Gordon 2015 Axalta Rainbow 3 Round Decal were shipped using the following shipping information. - Tracking Number: [redacted]Carrier: DHL eCommerce Tracking Link: http://webtrack.dhlglobalmail.com/?trackingnumber=[redacted]The remainder of your order, the Jeff Gordon 24 Speed Limit Sign, was shipped using the following shipping information. - Tracking Number: [redacted]Carrier: DHL eCommercehttp://webtrack.dhlglobalmail.com/?trackingnumber=[redacted]Once again, we sincerely apologize for any inconvenience and greatly appreciate your patience in allowing us to resolve this for you. Please don’t hesitate to contact us if you have any questions either through the Revdex.com or e-mail.[redacted]

Hello [redacted],I do apologize deeply for the delay that seems to have occurred with receiving your refund. Unfortunately, as we have mentioned and presented to you, there was a Charge Back for your payment that was sent by your bank per your request. Your bank withdrew the funds from our account back on January 13th.We accepted to dispute due to your order not being shipped out. We have not had access to your payment since January 13th when the refund was processed in full by your bank. I really do wish we can help out more but there is nothing else we can do at this point. When the charge back was initiated, your bank would have noted that payment in their system. At this time, your bank will have more information about your refund as to the current status.I do apologize again for any continued frustration. If there is anything more I can do to help with questions or concerns, please feel free to contact us through the Revdex.com or through e-mail.-[redacted]

This customer ordered a Surfboard Crewneck sweatshirt the day before Christmas. This product was on backorder, and we had a warehouse transition in January which caused a delay.  Order was SHIPPED on February 5th, one week after she filed her Revdex.com complaint. USPS tracking shows that her...

package was delivered on February 8th: [redacted] 
There are two support cases for her in our system which we fully explained the warehouse transition, which she seems to have accepted with no worries (our email to her did not go out until February 4th, which explains the initial complaint). We even notified her personally via email when her order was shipped. Let me know if you need more info! 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Regards,
[redacted]

Miss [redacted],
I have attached the file that was uploaded to the previous e-mail but the checkbox was not checked so it was not sent, unfortunately. I did attempt to reach out to the Revdex.com moments after sending the e-mail to ask to attach the file but were unable to do so until you have responded. I do apologize for the miscommunication that did occur because I did not suggest that you are embellishing or that you are falsifying in any way. There seems to have been  Inside the attachment is a screen shot of the software we use for e-mails sent to [redacted]. All e-mails coming through and all sent e-mails sent through this platform cannot be altered in any way.

Hello Miss [redacted],
We are attempting to fulfill order as they become available at the warehouse but the Axalta Final Ride hat is a pre-sale item that is scheduled to be released in January. We have been informed by the warehouse that orders for the hat will start shipping out soon.
Once your order does ship, you will receive a confirmation e-mail with tracking information pertaining to your order. I do understand your frustration at this point due to the delay. I have processed a 20% refund to your order. Please allow up to 10 Business days for the credit to be reflected onto your account. The credit notification has been e-mailed to you as well.
I am terribly sorry for the delay but please keep in mind that once the Axalta Final Ride hat is released, we will be able to ship your order out. If there is anything more we can do to help with questions or concerns, please feel free to contact us.
Thank you for your patience and support.
[redacted]

Hello Miss [redacted],My name is [redacted] with One Live Media. I am deeply sorry for not only in the delay of your order but with my response as well. I also want to express that I am sorry that FedEx informed you that you cannot open a claim to receive a shipping refund, as this is the normal process and...

have not heard that FedEx has changed their policy. I have, however, contacted FedEx about your missing shipment on 1/4 and filed a claim the same day.Your order did seem to show up after my phone call and has now been delivered according to FedEx tracking. Can you please confirm that you have received your order? If not, then I will reach out to FedEx to issue a Service Issue so they can launch an investigation.I have also processed a refund of the shipping to your order as it was not delivered in a timely fashion. Once the funds have left our account, you will receive a credit notification via e-mail. Please allow up to 10 Business days for the credit to be reflected onto your account upon receiving the credit notification.If there is anything more I can do to help with questions or concerns, please feel free to contact me.Thank you for your patience and support.[redacted]

We have already refunded the order, and the return mailer has been sent. Whatever items can be returned at this point will be acceptable.

Hello Mr. [redacted], My name is [redacted] from One Live Media. I did speak to you on the phone earlier today. I do sincerely apologize for the back and forth that had occurred with your issue. We had attempted to test the issue you had experienced by never received proper follow up on the resolution to...

your case. We will be shipping out a replacement USB wristband to replace the existing merchandise. Along with merchandise, we will be sending a return label. Once you have received the replacement, please use the same shipping container and the return label that will be e-mailed to ship back the defective wristband. I do apologize again for the great delay that has occurred in attempting to resolve your USB issue. If there is anything more we can do to address questions or concerns, please feel free to contact us.[redacted] Thank you for supporting [redacted] & Matchbox 20

The refund was processed on 7/26 it usually take 72 hours for the refund to reflect on the account, but can take up to 10 days as the screen shot in the initial response states. You have the full assurance of the company that if this order is returned the remainder of the order will be refunded. Giving you a full refund.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Please have them send order to [redacted] as my address has changed. Also to send me a tracking number.if any concerns to call me at [redacted]
Regards,
[redacted]